Steven Straight
@stevenstraight
I resolve enterprise IT, network, and service desk issues for Coast Guard and telecom operations.
United StatesWhat I'm looking for
I'm currently supporting Coast Guard personnel through Humango Solutions' CGFIXIT / IMS Service Desk, providing Tier I/Tier II support for mission-critical operations. I troubleshoot Windows computers, network connectivity, peripherals, applications, user accounts, and system access while documenting incidents and resolutions.
Across Peraton and GDH Coast Guard service desk roles, I've supported distributed enterprise users, managed tickets, escalated complex issues, and trained end users to reduce recurring support requests.
Before my government support work, I supported Google employees through chat and ticket-based technical support at Nelson Connects and was selected for a process-improvement project focused on ticket-routing accuracy.
My 15-year progression at Comcast—from Customer Service Representative to Engineer I—built my background in Business Voice platforms, voice and network troubleshooting, outage restoration, root cause analysis, and highly available production environments. I'm CompTIA Security+ certified, hold an active Secret Clearance, and bring more than 18 years of IT and telecommunications experience.
Experience
Work history, roles, and key accomplishments
Service Desk Technician
Humango Solutions
Sep 2025 - Present (1 year)
Provided Tier I/Tier II technical support for Coast Guard personnel, troubleshooting Windows computers, network connectivity, and software applications. Documented incidents and resolutions to support configuration management and secure IT operations.
Service Desk Technician
Peraton
Sep 2024 - Sep 2025 (1 year)
Delivered technical support for Coast Guard personnel, diagnosing and resolving desktop, network, software, and peripheral issues. Managed service tickets, escalated complex issues, and maintained detailed technical documentation.
Service Desk Technician
GDH
Nov 2023 - Sep 2024 (10 months)
Supported Coast Guard enterprise users with desktop, network, and application troubleshooting. Documented technical issues, supported incident tracking, and provided end-user training to improve efficiency.
Merchandiser
Ultra Merchandising
Mar 2023 - Dec 2023 (9 months)
Managed inventory across multiple retail locations and maintained customer relationships through outstanding service and communication. Coordinated inventory movement and reporting with accuracy and attention to detail.
Service Desk Technician
Nelson Connects
May 2022 - Jan 2023 (8 months)
Supported Google employees through chat and ticket-based technical support, resolving technical and operational issues while maintaining high customer satisfaction. Selected for a process improvement project to evaluate ticket routing accuracy.
Engineer I
Comcast
Feb 2006 - Apr 2021 (15 years 2 months)
Progressed from Customer Service Representative to Engineer I, supporting Comcast Business Voice platforms. Troubleshot voice, network, and infrastructure issues, managed Remedy tickets, and coordinated with field technicians to resolve outages.
Education
Degrees, certifications, and relevant coursework
Aurora Central High School
High School Diploma, General Studies
Completed high school education, earning a diploma.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
Skills
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